Role Introduction
Reports to: Cabin Crew Service Excellence Manager
Shape how cabin crew are supported, developed and enabled to deliver service excellence, Cathay’s brand proposition and the customer outcomes that matter. You will assist the Cabin Crew Service Excellence Manager in leading crew engagement, managing performance and standards, and creating the conditions for cabin crew to succeed throughout their careers.
Your work will combine people leadership with operational delivery. From coaching crew and recognising high performance to resolving disputes, supporting well-being and managing contract decisions, you will approach each conversation with fairness, sound judgement and a clear understanding of the cabin crew environment. You will also lead the recruitment, onboarding, performance and development of the Cabin Crew Service Excellence team roles identified internally as Cabin Crew Service Excellence Executive (CCSEE), Cabin Crew Service Excellence Lead Representative (CCSELR) and Cabin Crew Service Excellence Representative (CCSER).
By analysing crew performance and customer trends, strengthening processes and translating insights into practical action, you will help raise service standards across the operation. Your leadership will equip colleagues to perform at their best and contribute to customer experiences that move people forward.
Key Responsibilities
Crew Service Excellence and Engagement
- Assist the Cabin Crew Service Excellence Manager (CCSEM) to implement strategies for high quality engagement and crew success discussions. Understand the crew and their lifecycle and work with them towards the desired business and personal goals
- Actively mentor, coach and facilitate crew career discussions and development. Identify high performers and ensure they are recognised and rewarded according to the policy
- Act as the escalation point for crew disputes. Facilitate investigations, disciplinary discussions and execute resolutions where necessary. Facilitate crew well-being and support on leave and attendance matters
People and Process
- Responsible for the recruitment, on boarding, performance and development of CCSEE, CCSELR and CCSER. Leads the team of CCSEE, CCSELR and CCSER to create an environment where they can excel through encouragement and empowerment
- Identify development needs for the team and cabin crew and organise on board support if needed. Develop the capabilities (tools and skills) of the CCSEE to support CCSELR, CCSER and cabin crew on ground
- Develop guidelines and processes for managing crew performance and ensure they are executed in the right manner. Plan and execute contract renewal, extensions and non-renewals as required. Assist the CCSEM to plan manpower for on ground line support and on-board assessments. Deputise Cabin Crew Service Excellence Manager and support other Assistant Manager, Cabin Crew Service Excellence when required
Systems, Analysis and Reporting
- Analyse and report on cabin crew performance and customer scores and trends. Drive the development of new insights and trends. Collate reports for CCSEM on customer and crew performance and recommend actions for improvement. Monitor the crew performance data for quality and integrity
Continuous Improvement
- Collaborate with Talent Acquisition and The Learning Academy to identify training needs and develop programs to uplift skills for secondees and crew. Support the CCSEM for ad hoc projects and tasks. Recommend policy and procedures changes to improve effectiveness
Compliance
- Ensure personal data and other records handled by the team are accurately documented and securely accessed and stored. Ensure all policies and procedures are documented and always updated, and compliant with internal and external regulatory requirements
Others
- Prepare documents and represent the Company in labour disputes and on any other people issues
Requirements
- University degree holder with at least 5 years relevant work experience in airline or hospitality industry
- Excellent people management skills. Previous experience in Training and People development is a clear advantage
- Strong service and customer-oriented mind-set
- Proven experience in driving high performance standards and engagement
- Sound knowledge of cabin crew operational environment and standards, including safety, service
- Good analytical and reporting skills
- Knowledge of Human Resources functions and regulatory environment, psychology, behavioural sciences are an advantage
- Computer literacy, including Excel, PowerPoint, Microsoft Word
- Good communication and interpersonal skills with excellent command of written and spoken English
Personal & Application Information
Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our Applicant Personal Information Collection Statement and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. We keep records of your data for no longer than is necessary for the purpose for which we obtained them and any other permitted linked purposes. If your application is unsuccessful, we will keep your details on file for as long as is necessary to process your application or for the purposes of further job opportunities if you agree to such longer periods.
